Shocking Service Telkom Mobile Cape Gate

On 4th of November 2015 my mother handed her Samsung S5 mini in for repairs at the Telkom Mobile Store situated at Cape Gate shopping mall. The phone was sent off to the repair agents as requested 20th November we received a sms from the repair agents saying that the phone will be at the store 4 working days later, REF no TRJ 008872. After going into the Telkom Mobile Store Cape Gate Friday 27th November 2015 we were told that the phone is still not there. Tried again today still not there.. I would like to know what is going on and when will my mom actually get her phone back or are you guys going to replace the old phone it clearly seems as if you have lost it? We also receive very unfriendly services every time when visiting the store and personnel have a very \slack"attitude! It is also impossible to contact the store telephonically to find out what is going on as the phone just rings and rings it seems same with your customer care just never get through to an agent. I would really appreciate it if someone could contact me with some answers in this regard - Natala Cassisa *** """